Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. Do you understand the three components of workload and what …
    
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Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.” Their sales team would sell an account to a major client and, if pressed by the prospect, would agree to provide a …
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A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting necessary support is that senior level managers understand the unique contact center environment – what they do and …
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There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent course “Service Metrics for Customer Service“. It defines seven key aspects of service that should always be reflected in metrics. …
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Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between specialization and generalization. Often, the end of the summer gives us a chance to reflect on the current state of things before a busy fall. Perhaps this will provide you with some food for thought …
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